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Extreme problems with raising an RMA for next business day replacement

Adrien Belcourt1

Hi All,

The one line summary from my experience so far is that the

"RMA team in 15 hours since the RMA was raised are not sending any emails at all - to a) confirm RMA exists, b) is accepted, c) shipment and tracking details." 

and this leaves me and my client in the dark with no idea if and when the unit will be replaced.  Also the RMA team seem completely impossible to contact. 

In detail my problem is:    

I raised an RMA request through GTS with next business day replacement at 10:15 but got no confirmation email by 00:15 (right now) from the RMA team. I phoned customer services to confirm the RMA was open.  It was.  Found out the RMA number from them.   Tried emailing rma@sophos.com as advised by support.  Nothing.  Support say "wait for RMA to contact you".   Customer services say the same.  I am still waiting. 

My questions to the community are: 

 

  • Are you having similar problems with RMA?  
  • What would you suggest?  
  • Anyone have a direct number for RMA team uk?
  • Can you confirm that rma@sophos.com is the right email, and the subject line format is "[#<RMA number>] xxxx"? 

Thanks in advance for any light you can shed on this. 

All the best, 

Adrien. 



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    Hello from Hamburg, Germany.

    You already have triggered an RMA and had problems somehow seeing the processing? This is terrible and shocking me, because it took me 3 full days to even generate an RMA! I needed 7 (seven) contacts via support portal, email AND phone, including escalation after 9 hours on the first day, to reach someone to answer / support me (by the way - we are Sophos Gold Partner). Yesterday evening after 45 minutes of waiting in the telephone queue and after 1 hour and 25 minutes of telephone conversation I got an Indian colleague to initiate the RMA. And only now am I in the situation that an RMA has been activated and I have not received any information / e-mails about any further status. And after that - I read that the wait is only just beginning ... What does the word "support" actually mean in the Sophos world?
    My case ID: 03416811, RMA Number: 10094167

    If someone from somewhere (maybe there is still Sophos support) could help / trigger something -> I would be very grateful.

    Cheers, Janbo

    ---

    janbo.noerskau@comedia.de UTM lover ;-)

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  • 0

    Hello from Hamburg, Germany.

    You already have triggered an RMA and had problems somehow seeing the processing? This is terrible and shocking me, because it took me 3 full days to even generate an RMA! I needed 7 (seven) contacts via support portal, email AND phone, including escalation after 9 hours on the first day, to reach someone to answer / support me (by the way - we are Sophos Gold Partner). Yesterday evening after 45 minutes of waiting in the telephone queue and after 1 hour and 25 minutes of telephone conversation I got an Indian colleague to initiate the RMA. And only now am I in the situation that an RMA has been activated and I have not received any information / e-mails about any further status. And after that - I read that the wait is only just beginning ... What does the word "support" actually mean in the Sophos world?
    My case ID: 03416811, RMA Number: 10094167

    If someone from somewhere (maybe there is still Sophos support) could help / trigger something -> I would be very grateful.

    Cheers, Janbo

    ---

    janbo.noerskau@comedia.de UTM lover ;-)

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